Matthew Walters Email & Phone Number

Minneapolis, Mn, Us

Greater Minneapolis-St. Paul Area

• Managing a team of 8 employees to perform IT helpdesk support for a company of 2,200 employees.• Perform supervisory duties, including ensuring procedures and processes are adhered to.• Oversee requests, incidents and problems reported through the Service Desk• Analyze support requests to mitigate risk of large outages• Coordinate team to collaborate with other IT departments to address and correct complex incidents.• Develop and mature ticket escalation processes to ensure free flowing information within the organization.• Develop KPI’s and associated reporting to ensure processes are operating effectively and service levels are being met by team.

Greater Minneapolis-St. Paul Area

• Provide intermediate support for UCare’s applications and systems. • Implement corrective solutions for all UCare users as needed. • Perform remote analysis, diagnosis, and resolution of complex desktop and application related problems for end users. • Assist with IT related projects that may or may not affect the service desk. Manage software life cycle process, including installation of software that may be complex and extensive. • Propose software packages to use SCCM for multiple user requests. • Participant in the on-call rotational Service Restoration Lead (SRL) and responsibilities in managing major incidents accordingly. • Complete and analyze monthly trends in Service Desk requests and Incidents. Identify and propose problem tickets based on the results of the incident trending reports for recurring incidents.

Greater Minneapolis-St. Paul Area

• Taking phone inquiries and troubleshooting hardware, software, or network problems• Monitor incoming tickets and alerts in the ServiceNow system and respond accordingly• Document all customer interaction with high attention to detail and accuracy• Update all tickets according to Service Level Agreements (SLA)• Documenting customer impact, resolution steps, and appropriate priority in accordance with policy and customer requirements• Incident management, recovery, and performance monitoring and reporting with high attention to detail and data accuracy

Edina, Mn

Resolved product vendor server and storage issues. Creatively problem solves in preventing or resolving system configuration challenges, and provides proactive and reactive technical support in dynamic work environment. Collaborates with Copilot Senior Engineers to deliver effective and timely technology solutions. Interacts with both technical and non-technical personnel via telephone, email, and in person. Assisted team members in solving uses involving storage centers. Demonstrates strong communication ability in stressful situations, and escalating issues as necessary.

Woodbury, Mn

Provides technical assistance and support for onsite and offsite end users for hardware, software, and systems. Effectively communicates with user in detailed instruction to resolve computer software and hardware problems. Serves as a contact for users having problems, and answers questions quickly while applying knowledge of software, hardware, system, and procedures. Assists technical and non-technical personnel to convey information. Demonstrates the capacity to multi-task and manage priorities while remaining calm and controlled. Organizes and prioritizes issues to all systems and escalates as necessary. Collaborates with team members, as well as works independently to meet deadlines, such as on-call time sensitive issues or security user access.

Woodbury, Mn

Provides customer service in LTC insurance programs including coverage of customer service lines, claims intake lines, rate increase lines, data entry of calls and correspondence on the LTC insurance system. Organizes documents for follow-up callers, voicemails and other pending service requests on time to meet deadlines. Maintains a thorough knowledge of LTCG functions and products to provide a responsive support system and answer customer concerns. Collaborates with insurance agents and policyholders in maintaining SharePoint resource for Mutual of Omaha, Thrivent Financial, MetLife, and New York Life Insurance Company. Effectively handles telephone calls according to established procedures with minimal to no assistance. Leads in peer coaching and mentoring of other staff, aids in development of new employee training and insurance premium rate quote training.

Shoreview, Mn

Provides support and troubleshooting in the sales and service of Deluxe business check division. Receives inbound sales and service calls from a variety of customers, bankers, businesses and internal associates to resolve customer issues. Actions performed during phone calls include incident management in an effective and timely manner, such as resolution, documentation and communication of incidents, provides appropriate responses on pricing and identify/help overcome pricing objections, and offers promotional items. Works with team members to organize opportunities for volunteer user acceptance testing of new Deluxe website and outbound customer verification programs.

Cybersecurity

Digital Video And Media Production Training

Attended: 2007-2008

High School Diploma, General Studies

Activities and Societies: • 2006-2008 Como Park Choir • 2008 Don Norqual Senior Technical Scholarship • Tenor in 2008 Honors Concert.